CenturyLink

Centurylink appreciates Ms*** *** giving us the opportunity to review our handling of her accountI would like to apologize for the less than exemplary service that Ms*** recently received from Centurylink representativesHer comments are appreciated, and to improve customer
service, will be investigatedOur representatives need to know the negative impact we have on customers when we fail to do our jobs wellOur records indicate that the customers month promotion for $internet ended in December as it shows month of for that rateAlso the promotion was prorated as it expired mid billing cycle on the December bill causing the bill to be $45.64 In January an order was placed for our current promotional rate which is referred to our "Price for Life" Our records also indicate that the leased fee charges were credited at this time as the tracking showed the modem was returned. We also do not show that the account will be billed for future leased modem fees as it was returnedMs***s account was mistakenly charged for the modem which was returned so I have placed a credit on the account for the $that was mistakenly chargedWe have reviewed the customers billing statements and have not found that the customer was charged a $installation fee Centurylink regrets any inconvenience Ms. *** has experiencedFor further questions or concerns please contact our team directly at 1-800-244-1111SincerelyMrC***

Complaint: ***
I am rejecting this response because: I DID NOT AND WILL NOT AGREE TO PAY ANY EARLY TERMINATION FEES ! I DID NOT AGREE TO ANY TYPE OF CONTRACT ! The easy way TO SETTLE THIS DISAGREEMENT IS TO PULL THE INITIAL SALES CALL WITH THE CUSTOMER SERVICE REPRESENTATIVE determining any mention of a contract ! When I spoke to the representative I did not agree to pay any type of cancellation fees as I did not agree to any type of contract nor did I sign any type of contract ! Pull the call of when I last called in and the call before that and tell me where I agreed to pay any type of termination fee of any kind .I am tired of dealing with this matter but I am not going to pay any so called termination fees I told this company prism service is not offered at my new address and Centurylink service is so pathetic on every level there is no way I would ever consider being a customer ever again! Also , stop the madness and lying as you will not win this battle ! I will not allow this company to take advantage of me !
Sincerely,
*** ***

04/28/2016CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings:Upon research of Ms***’s CenturyLink account, I found this complaint had already been resolvedOn 04/04/2016, Ms*** had talked with CenturyLink’s
escalations team who had placed a request to remove the balance from collections and for a full credit adjustmentMs*** was advised this could have a timeframe of up to to bill cycles to reflectAs of 04/07/2016, the credit adjustment had been issued and the collections teams have been notified to cease all collections attempts.As this issue was already resolved, CenturyLink has closed this complaint.Sincerely,*** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

02/08/CenturyLink has received a copy of the Revdex.com complaint filed by *** ***Below are our findings: Please be advised that CenturyLink has completed a review of the complaint filed by Ms*** *** via a prior *** complaint addressed by our company on
02/01/Review of the account confirms on 12/17/an order was placed to deliver a replacement internet router to Ms***. Once the new router is received, we allow our customer days to return their existing equipment in order to avoid being charged an unreturned equipment chargeWe do not show any records of receiving any equipment from Ms***However, review of the account confirmed she should have not been charged recurring monthly fees for the 2nd piece of equipment, rather she should have been billed a onetime charge for the missing equipmentDue to this error, CenturyLink has already processed a refund covering the full overbilling for the 2nd piece of equipment which will come to the total of $Please note that the router fee was $in 2013, $in 2014, and $in 2015, which is how the credit calculation arrived at $287.64. CenturyLink apologizes for any inconvenienceMrs*** CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

10/31/2016 CenturyLink has reviewed our previous responses to Ms***’s issueAfter careful consideration, we find our original investigation and response to be valid. CenturyLink has sustained the balance due as valid with no credit being warranted and has closed this complaint. Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I have reviewed the Revdex.com Complaint from *** regarding a billing disputeI have reviewed the closed account and show the customer paid the $balance on 4/11/We do certainly understand how the billing relationship between *** ** and Centurylink can cause
some confusion due how we pay them once billed and collect from our CenturyLink customersIn the case when the Customer cancels their services and we already paid *** ** for their month in advance then the customer gets a credit back from *** ** but owes CenturyLink the balance it can be especially confusingIt seems this issue has been resolved but if the customer has any additional questions I would be happy to further assist.Sincerely,***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
However, it requires a response to Mr*** and so I will need to know the best way to reach him directly
Sincerely,
*** ***

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following: There are two promotions based on the criteria of paperless billing and autopaymentThe year runs $for a years and the $is a year term
In either case, the customer must siugn up for autopayment and paperless billing to take advantage of the full promotional discount Once the customer has completed these two things the full promotional discount for whichever promotion applicable will be applied Only promotions that are actually available at the time the customer signs up for service would be available to initiate; if expired prior to the customer signing up the only promotions that would be available are the current offerings at the time of enrollment/purchase CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** *** Executive Office Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

To whom it may concern: CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaintAt CenturyLink, we strive to provide outstanding customer service and feedback is appreciated and utilized to enhance our trainingAt this point in tie, there is the
account ending in *** that is still liveIt appears there is a port request that is pending on this accountThe other account in the complaint is no longer liveBefore adjusting either of the accounts and providing a resolution for the customer I need to know what is or is no longer being requested of CenturyLink regarding the account ending in ***If the customer could email me at *** and let me know if he is still intending to port or has already ported this number over, then the account can be closed as this should happen automatically after the port id finalizedCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced trying to get services disconnected Sincerely, Steve ***

10/04/2016 CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings: Upon research of Mr***’s CenturyLink account, I found the order was placed for address *** *** *** *** *** ** *** on
06/18/The order and account contains Mr***’s name, SSN, email address and contact number (email and contact number match the ones on this complaint) Upon review of the actual working service (not just the billing), we found that Mr***’s CenturyLink account was fully installedAn order was placed to disconnect the account in fullUnfortunately, a full adjustment cannot be issued until after the final bill statement generates on 10/23/Once the final bill is available, I will issue a credit in full to a zero balanceMr*** will receive a revised final bill reflecting the credit on the 11/23/statement CenturyLink strives to provide quality products and services and appreciates the opportunity to address Mr***’s issueWe regret he feels he may not have received such service and apologize for any inconvenience he may have experienced related to this situationCenturyLink has closed this complaint. Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

3/16/Centurylink has reviewed the customers account regarding charges billed for serviceThe customers stated we have refused to disconnect the account and continues to received a billing statement every monthThe customers also indicated they returned the modem in OctoberThe account
was suspended on 2/25/An order has been issued to disconnect the account with credits being issued to 2/25/Any remaining balance will be credited as well after the final bill has ben renderedCenturylink apologizes for the poor customer service received regarding this matter.***/Centurylink Manager

02/08/2016CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings:Upon research of Ms***’s CenturyLink account, I found she did to CenturyLink customer service to request disconnection of serviceShe was advised of the
past due balance and the contract for promotional discounts did not expire until 01/05/She was advised disconnection of service before 01/05/would result in an early termination feeMs*** did not call again until 01/11/An order was placed and Ms***’s service was disconnected the following business day, per procedure.Ms*** will receive a final bill statement refunding service from 01/11/to 02/06/The remaining balance is sustained as valid as there was no billing error.Sincerely,*** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

08/31/2016 CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings: Upon research of Ms***’s CenturyLink account, I found no access into Ms***’s request to disconnect the CenturyLink service was on
08/01/There was no access into her CenturyLink account between the dates of 01/08/by a CenturyLink repair agent and 08/01/by the agent who placed the order to disconnect Ms***’s CenturyLink account per her requestThe agent however did backdate the billing to the beginning of the 07/23/statement, as a courtesy. Any access into a CenturyLink account auto adds a notation into the account whether a notation is left or notAs there was no access into Ms***’s CenturyLink account during the timeframe Ms*** states she called to disconnect her CenturyLink service, CenturyLink finds the past due balance for service provided of $is valid CenturyLink strives to provide quality products and services and appreciates the opportunity to address Ms***’s issueWe regret she feels she may not have received such service and apologize for any inconvenience she may have experienced related to this situationCenturyLink has found the balance sustained as valid with no credit warranted and has closed this complaint. Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

CenturyLink appreciates Ms*** giving us the opportunity to review the handling of her accountAt CenturyLink we strive to provide outstanding customer service and her comments are appreciated plus utilized to enhance our trainingUpon review, I verified Ms***’s billing concerns were
resolved on September 19, At that time, a onetime credit of $was given to Ms*** for all the disputed fees in concernFeedback was also provided to the agent’s supervisors who promised the fees would be waivedI apologize for any inconvenience CenturyLink may have cause Ms*** CenturyLink Customer Advocacy Group

The work was finally completed on January 14, It was a month ordeal, and while I am glad that the work was finally completed, it took many phone calls and emails on my part to get it moving I was not included in any updates or information unless I called and complained The customer service was very poor and I hope that Century link improves in this area in the future
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me, although resolution took several weeks longer than the business initially promised I am satisfied that it is finally complete, but for the record I am not impressed with the slow response time overall.
Sincerely,
*** ***

inconsideration to the new information provided, the additional hard credit inquiry has been requested to be removedThe request for removal can take up to daysI apologize for any inconvenience CenturyLink may have cause** Customer Advocacy Group

CenturyLink appreciates the opportunity to review Mr***’s account, ###-###-#### ###. Our records indicate the account was disconnected on September 3, 2015. A return label packet was shipped to his Texas address on September 4, Customers have thirty days to return the
leased equipment once the account is disconnected. Our records do not reflect the modem has been returned. Thus, on November 4, the account was correctly billed $106.35, the purchase price of the modem. If Mr*** can provide the *** tracking number or any other documentation regarding the modem return, CenturyLink would be happy to investigate further. CenturyLink regrets any inconvenience Mr*** has experienced. *** CenturyLink Customer Advocacy

03/22/2016I have received a copy of the Revdex.com complaint filed by *** ***, regarding a billing dispute. Unfortunately, Mr*** did not provide his CenturyLink account numberIn order to investigate his complaint, I will need the CenturyLink account numberOnce I have
the necessary information I will be able to investigate his concernsCenturyLink apologizes for any frustrationSincerely,*** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I have reviewed the billing complaint from *** regarding their bill being higher than expectedI reviewed the account notes and show we did have some issues getting the correct promotion on the customer's accountI show this has been corrected and the overbilling adjusted the credits posted on
the December billWe apologize for these errors and certainly understand the customer's frustrationIf the customer has any additional questions we are happy to help for immediate assistance they can always use our live chat help option on our website www.centurylink.com or contact our Customer Support Centers ***.Sincerely,Mr.***